Sales and Service Contact Centre Manager

**POSITION **:Sales and Service Contact Centre Manager**

**Location **:Braamfontein**

**Department **:Contact Centre**

**Reporting to **:Business Unit Head**

**Mission of South Point**

South Point Management’s mission is to be a **_leading _**provider of **_clean, convenient, safe_** and **_affordable student _**accommodation **_nationally_**. We provide a springboard for students to realise their potential and aspirations by offering an inspiring space to learn, grow and make connections. In summary, an uncompromised environment and student life experience.

**GENERAL PURPOSE**

To supervise daily operations and personnel aiming for maximum efficiency and cost-effectiveness. You will also ensure that technology is utilized to a maximum and that staff are well-organized and productive.

Assist in the planning and achieving the national customer contact strategy.

**REQUIREMENTS**:
**EDUCATION**:

- Grade 12
- NQF 5/6- business studies/ call management or equivalent
- RE 5

**EXPERIENCE & SKILLS**:
**_Essential_**

*
- Proven experience of managing a contact centre and first line managers.
- Able to develop and nurture improved performance in sales and service.
- Excellent communication, engagement and development of people skills.
- Performance Management and knowledge of performance evaluation
- Knowledge of contact centre, sales and customer service metrics
- Solid understanding of reporting and budgeting procedures
- Experience in basic financial analysis (cost-effectiveness, cost-benefit etc.)
- Proficient in MS Office and call centre equipment/software programs
- Outstanding communication and interpersonal skills
- Excellent organizational and leadership skills with a problem-solving ability
- Positive and patient
- Driven and Results orientated
- **Desirable** _
- Knowledge of contact centre technologies
- Credit management experience

**Behavioural Dimensions and Skills required**

*
- Adaptable to changing business priorities
- Influential leader
- Skilled report writer
- Tech-savvy
- Self-motivated
- Good communicator
- Customer Excellence
- Developing self and others
- Ability to multitask and remain calm under pressure, especially during peak hours or intense situations.
- Exceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skills.
- Knowledge of management principles
- Strong coaching and leadership skills, ability to motivate employees.
- Decisiveness and attention to detail.

**RESPONSIBILITIES**
*
- Develop objectives for the contact center’s day to day activities
- Ensures service and sales targets are met and KPI’s are continually reviewed and expectations are met with optimum levels of quality & service delivery.
- Plan and deliver programs to retain and grow contact centre team Leaders and contact centre agents.
- Ensure that through your team, customers receive a friendly, professional and consistently high quality service helping to resolve various queries - Provide leadership, development and coaching of team leaders and agents. Actively engage and support the development of your team to ensure better performance and succession planning.
- Identify, manage and develop relationships with key partners to meet the objectives and goals of the organisation
- Lead and support the arears steering group to fulfil a strategic role of aligning current and future contact centre staff by ensuring a 360 integrated management approach
- Collect and analyze contact center statistics (sales rates, costs, customer service metrics etc.)
- Analyze and make use of national and local data & insight to design and deliver customer focused services that address the priority areas for customer contact centre.
- Working with HR for the the recruitment & selection of team leader and agents.
- Contribute to the design and implementation of change programs and projects which impact the contact centre
- Carry out regular 1on1’s, developing a culture where training and development are part of the team, identifying actions and working with trainers and knowledge management team to ensure the skills and knowledge are developed effectively.
- Ensure effective and consistent communication throughout the team, encourage feedback and customer insight in order to enhance the customer experience.
- Embed a performance culture, framework and review processes to achieve service levels and improvements against set targets
- Building and maintaining effective internal and external stakeholder relationships
- Identifying and instilling best practice, processes and systems and drive continuous improvement environment.
- Maintain open and honest channels of communication at all levels across the business to facilitate best in class sharing and root cause analysis.
- Conducting effective resource planning to maximize the productivity of resources (people, technology etc.)
- Review management information and make suggestions, recommendations as to impro